The purpose of this report is to review and update the Board of Management on the activities of the Volunteer Services Unit for the year 2013.

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1 STAFF REPORT To: From: Board of Management William A. Rapley Executive Director Conservation, Education & Wildlife Subject: VOLUNTEER SERVICES REPORT 2013 Date: Summary: The purpose of this report is to review and update the Board of Management on the activities of the Volunteer Services Unit for the year Recommendations: It is recommended that this report be received for information. Background: The Volunteer Services Unit recruits, trains and co-ordinates a large group of volunteers who help to support the objectives of the Zoo, providing an educational experience for Zoo visitors and inspiring people to live in sustainable ways that promote the well being of our natural world. The Zoo s 516 volunteers raise the public s awareness of and involvement in conservation, interpret the zoogeographic and ecological relationships of the animal and plant kingdoms, and most importantly, enhance the experience of each Zoo visitor with whom they come in contact. It is important to maintain the motivation and enthusiasm of these volunteers within a challenging program, and to maximize the variety of opportunities for volunteers to interact with visitors. It is also necessary to ensure this group is well informed on a daily basis. In 2013, volunteers donated 34,072 hours of their time to the Zoo, contacting approximately 867,278 people. Of these active volunteers, 258 donated their time on a year-round basis, 50 additional volunteers assisted during the peak summer season and 70 student volunteers provided support to a variety of special events. On average, Year-Round Volunteers give 88 hours per year of their time. Our newest categories of volunteer, Panda Ambassador Interpretive and Panda Ambassador Special Event Volunteer contribute by providing interpretation and wayfinding support on-site and assisting with off-site special events. Our 2013 roster of Panda Ambassador Volunteers in these categories numbered 123 and 15 respectively. A description of the categories of volunteers and their responsibilities is provided in Appendix 1.

2 Page 2 of 6 Comments/Discussion: Key accomplishments in 2013: Volunteers hours top the 34,000 mark In 2013, as a unit volunteers donated 34,072 hours of their time to the Zoo, an increase of over 6,600 hours compared to The value of this time is equivalent to approximately 16.4 full time staff at an average wage, representing approximately $898,819. Volunteer contacts increase by 270,000 visitors. Volunteers made contact with approximately 867,278 people in 2013, an increase of over 270,000 from We attribute this peak to both an increase in volunteers on our roster, which allows for an increased ability to contact more visitors, and an increase in Zoo Visitors in general. Both of these variables accompanied the feature giant panda exhibit which opened Spring Volunteer roster increases by 77%! Due to a recruitment campaign associated with the arrival of giant pandas to the Zoo, 250 new volunteers were recruited and trained in 2013, a 77% increase from Thirty-five people completed ten weeks of training to become Year-Round Volunteers. In addition, 50 Summer Volunteers were trained to assist visitors at interpretive stations throughout the Zoo during the busy months of May to August. Summer Volunteers operated the Panda Interpretive Stations, Caribou Café and Africa Visitor Orientation Centres, Kesho Park Headquarters, Wetlands Kiosk, Backyard Wildlife Kiosk and Front Gate Information area. Twenty-seven new Zoo Ambassador Student Volunteers also joined the volunteer group, assisting at special events and with summer Zoo Camp programs. In addition, 138 Panda Ambassador Volunteers joined our roster to provide interpretive engagement at the Xie Shou Giant Panda Experience, assist with directional needs on-site, and support off-site special events. Over 430 Volunteers trained to engage visitors at the Giant Panda Experience All current and new volunteers in our adult volunteer programs participated in targeted training on fulfilling their interpretive role at the Giant Panda Experience. The training included panda biology/physiology and behaviour, as well as, the interpretive skills needed to operate the numerous engaging activities they would lead for visitors. "Round the Clock" interpretive support at the Giant Panda Experience Interpretation Centre Volunteers operated two interpretive stations in the Giant Panda Interpretation Centre daily during opening hours. Coverage was constant to ensure a high level of visitor engagement and educational value in this area. The interpretive stations featured many innovative interactive activities allowing visitors to discover the amazing adaptations giant pandas have for eating bamboo, the importance of conserving these and other wildlife, and how they can help. At these two stations alone, volunteers contacted 162,806 visitors and donated 4,688 hours of their time.

3 Page 3 of 6 New visitor orientation centres created and operated Located at the Caribou Café plaza and at the top of the hill by the African penguin exhibit these centres supported additional roaming wayfinding volunteers to assist the increase in Zoo visitors associated with the arrival of the giant pandas. Special event support for the giant pandas A special team of Panda Ambassador Special Event Volunteers, along with those on our yearround roster, engaged visitors and provided support to Public Relations staff at off-site promotional events throughout the spring and summer. Volunteers continued to expand and upgrade their skills In 2013, a cross-section of staff provided eleven continuing education presentations on various topics of interest. A series of refresher training sessions were delivered during the winter months for Year- Round Volunteers. Sessions included: giant panda interpretive training, Grade 3 Plant tour refresher, tours of the Wildlife Nutrition Centre, highlights of the 2012 Volunteer Services report, update on Biofact procedures, review of the Tundra Trek Interpretive table, review of social media and photography policies, and update on the Panda Exhibit and Eurasia area renovations. The Zoo continues to benefit from the dedication of long-service volunteers In 2013, four volunteers were recognized for 10 years of service and seven individuals for 15 years of service. Four volunteers received recognition for 20 years of service to the Zoo. A Volunteer Appreciation Night was held in June, at which all were honoured for their years of dedication and presented with a keepsake of their achievement. The Zoo supports a variety of recognition events and programs for volunteers a) Fifteen Volunteers received length of service awards. b) Volunteers were recognized each day throughout National Volunteer Week, April 21 to 27 with breakfast snacks and coffee / tea. c) Four volunteers and three youth volunteers were honoured for their service at the annual Volunteer Services Awards ceremony hosted by the Ontario Ministry of Citizenship and Immigration. d) Volunteers recognition events were held in June (Strawberries and Wine and volunteer appreciation awards ceremony) and December (Winter Solstice Party). e) A newsletter for volunteers is produced each month (It s Happening), keeping volunteers informed about Zoo events. f) Volunteers receive uniforms partially subsidized by the Zoo. g) A thank you tea was provided in September for Summer Information Volunteers and Panda Ambassador Volunteers. Zoo Ambassador shadowing opportunities continued Students were paired with one or more volunteers operating interpretive stations around the Zoo. They had the opportunity to expand their knowledge and participate in on-site, front line educational opportunities with visitors. Student Volunteers also assisted with our Sunrise with the Pandas and Panda Lantern Parade public programs.

4 Page 4 of 6 Valuable animal data gained from volunteer observations Volunteers observed numerous animals this year, lending their analytical skills to important data collection on a variety of species. The Volunteer Coordinator is an active member of the Enrichment Task Force and organizes volunteer support for many of the enrichment studies. As part of this initiative, Volunteers observed the following animals: pygmy hippopotamus, Matschie's tree kangaroo, Lake Malawi cichlids, lemur, white rhinoceros, tahr, warthog, spottednecked otter, polar bear, cygnet, river otter, Indian rhinoceros, giraffe, and red panda. Student Volunteers assist with summer camps Thirty-four Zoo Ambassador Student Volunteers completed one day of training in June and assisted staff with day camps throughout the summer, contributing 1,575 hours. Volunteers support a number of International Conservation Awareness Days Volunteers and Zoo Ambassadors were active in operating a number of activities and interpretive tables in support of international conservation days for: Indian and white rhinoceros, polar bear, wetlands, oceans, migratory birds, turtles, and red panda. Volunteers mentor BioCampers during summer Zoo Camp Again this past summer, as part of the leadership-themed camp weeks, BioCampers (ages 13-16) partnered with Year-Round Volunteers at six interpretive stations/carts. Campers had the opportunity to expand their knowledge of the area and participate in on-site, frontline interpretive opportunities with visitors. Partnership with Toronto Public Library MAP program A unique outreach program was developed by Toronto Zoo staff and delivered by Volunteers at three Toronto Public Libraries in May. The "A Wild Bear Picnic" program was designed to engage children of all ages in learning about what different bears (polar bear, grizzly bear and giant panda) eat, where they live, how they play, and their role in nature. Another themed program, "Bear Necessities", was delivered at two Toronto Public Libraries in October. Corporate/community volunteer activities at the Toronto Zoo Outside of the activities of the Volunteer Services unit the Toronto Zoo also engages corporate and community groups/individuals in various volunteering opportunities under the larger co-ordination of the Conservation, Education & Wildlife Division. These include activities such as: tree plantings, removing invasive species like garlic mustard from locations on site, Browse cuttings, and participating in conservation/research through special events. Overall, 1,001 people participated in these activities donating 15,232 hours of their time.

5 Page 5 of 6 Performance Measurements: The chart below shows the trend of various volunteer activities from 2009 to Toronto Zoo Volunteer Led Programs / Activities % change vs On-Site Number of people in groups toured 16,808 16,941 15,186 16,184 15,352 (5.1%) Number of groups toured (8.4%) Off-Site Volunteer Led Outreach (13.5%) a) Schools / Group Presentations (47.6%) b) Event Touch Tables % c) Number of People Contacted 34,172 41,874 13,426 16,971 19, % Overall Total Number of Volunteer hours 27,846 26,375 27,317 27,399 34, % Comments/Notes: It should also be noted that the additional grant funded outreach programs such as Great Lakes and Aqualinks are delivered annually by staff of the Conservation, Education & Wildlife Division. In 2013, these programs reached an additional 77,297 individuals. The table below provides a summary of the extended corporate/community volunteer activities in Other Extended Volunteer Activities # people Total # of hours Corporate Involvement Barrick Gold Junior Bioblitz Price Waterhouse Browse cutting (2 events) Symcor tree planting Telus various activities Community Involvement Trees Ontario/CAA planting Bioblitz ,050 High school tree planting Total: 1,001 15,232

6 Page 6 of 6 Conclusions: The Volunteer Program is an integral part of the Education Branch and the Zoo as a whole, allowing us to provide a variety of educational and revenue generating opportunities both on site and off site, and to deliver the quantity and quality of programs/events that we do. It is a valuable asset that furthers our education and conservation mandate with the public. The program benefits from a wide-ranging group of passionate volunteers who are deeply committed to the work of the Zoo and importantly, thoroughly enjoy interacting with our visitors of all ages. With the addition of a non-permanent staff position, we were able to support a significant increase in our volunteer roster in 2013 and, thus, both a larger reach and enhanced level of service and engagement to Zoo visitors. We hope that we can continue to further professionalize our volunteer program in 2014 by adopting the Canadian Code for Volunteer Involvement and implement strategies to more efficiently and effectively provide visitor engagement in line with the Vision of the Zoo and its conservation education Mission. William A. Rapley, D.V.M., M.Sc. Executive Director Wildlife, Conservation, & Education List of Attachments: Appendix I Volunteer Categories

7 APPENDIX I VOLUNTEER CATEGORIES Year Round Volunteers = 258 Zoo Ambassador Student Volunteers = 70 Summer Information Volunteers = 50 Panda Ambassador Volunteers = 138 TOTAL # Volunteers in 2013: 516 Year-Round Zoo Volunteers are selected on the basis of their concern for and knowledge of the natural environment combined with their enjoyment of helping others discover the natural world. These volunteers are asked to commit to a minimum of 75 hours per year for two years. Their duties include: Conducting tours for school/community groups and families. Presenting outreach programs in schools and for community organizations. Operating interpretive stations in each of the pavilions. Assisting Education staff with student and teacher workshops. Helping Development staff prepare mailings. Assisting staff at special events. Animal observation data collection as requested by Wildlife Care staff and Curators. During the summer months, volunteer responsibilities expand to include interpretive areas of the Zoo such as: Kesho Park Headquarters, the Backyard Wildlife Kiosk in the Kids Zoo, and the Wetlands Kiosk. Zoo Ambassadors are secondary or post secondary students who volunteer a minimum of 20 hours per year. Their responsibilities include: Engaging visitors at special events Assisting staff with summer Zoo Camp programs. Summer Volunteers are recruited for the busy months from May to August and are required to donate a minimum of 36 hours during this time. Their duties include: Greeting visitors at the main gate Information Map and inform them of what the Zoo has to offer; Providing interpretation throughout the Kids Zoo; Providing interpretive information at areas such as the Wetlands Kiosk and Kesho Park Headquarters. Panda Ambassador Volunteers are recruited twice per year, serving a 6-month term. Panda Ambassador Interpretive Volunteers engage visitors in interactive interpretive activities at the Giant Panda Experience and provide information and directional assistance to visitors on the Zoo site. Panda Ambassador Special Event Volunteers provide support to the Public Relations Unit at off-site special events. This program is our most flexible volunteer offering, allowing people to assist any day of the week and in a short, concentrated time period should they wish. It was created in response to changes in the Voluntary sector and has thus far been very successful in engaging a diverse group of volunteers who otherwise may not be able to fit volunteering into their lives.

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